Director of Customer Experience Operations, LATAM & EMEA

Crunchyroll, LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation.

About the role

In the role of Director of Operations, LATAM, Customer Experience, you will report to the Senior Director SVOD, Customer Experience.

We are considering applicants for the location(s) of Mexico City and surroundings.

The Director of Operations in CX is responsible for Partner Management, ensuring external customer service providers deliver high-quality customer experiences aligned with Crunchyroll's goals. This role involves managing outsourcing strategies, optimizing partner relationships, and collaborating with internal teams to provide the necessary tools, resources, and training for partner success.

Core Areas of Responsibility

• Strategic Outsourcing Planning: the Director of Operations, LATAM scales resources for growing demand, optimizes costs while maintaining quality, and creates contingency plans to ensure uninterrupted customer service during disruptions.
• Vendor and Partner Relationship Management: Select and onboard partners that align with customer experience goals and market needs. Negotiate contracts and service expectations to ensure mutual benefit. Maintain ongoing communication to keep partners aligned with company priorities and policies.
• Ensuring Service Quality and Consistency: Monitor key performance indicators (KPIs) to ensure partner performance meets targets. Collaborate with quality assurance and CX teams to audit service standards. Coordinate with partners and internal teams to provide training, equipping agents to meet fan expectations.
• Process Optimization and Innovation: Ensure outsourced teams provide consistent customer experiences across all channels, aligned with Crunchyroll's CX strategy. Continuously improve processes and integrate the latest technologies to drive efficiency and innovation.
• Cross-Functional Collaboration: Coordinate closely with internal teams to ensure outsourced teams are prepared to handle inquiries on new products or campaigns. Establish a clear feedback loop for real-time updates, and leverage market expertise to stay competitive and anticipate shifts in customer expectations.
• Data-Driven Decision-Making: Analyze data from outsourced teams to identify trends and areas for improvement. Integrate customer feedback to address recurring issues and enhance the overall experience. Collaborate with Business Analysts to centralize data, define KPIs, and create reports that inform stakeholders and support continuous improvement.

About You

• You have 15+ years of experience in Customer Experience.
• You have the ability to take a high-level view while diving into details to solve complex operational challenges.
• You possess strong analytical skills to evaluate performance metrics and identify trends for continuous improvement.
• You have proven ability to lead cross-functional teams and manage vendor relationships with a focus on achieving shared goals.
• You stay up to date on CRM technology development, including AI and demonstrate proficiency in data analysis and reporting software such as Tableau, as well as familiarity with project management tools like Asana.

About the Team

Our newly reorganized SVOD team is a dynamic blend of new hires and seasoned professionals who are passionate about enhancing Customer Experience. With a friendly and solutions-oriented approach, we Committed to "working smarter, not harder" we actively combat operational inefficiencies to streamline processes. We also embrace a "Think Globally, Act Regionally" mindset, striving for global consistency while customizing our strategies to meet the unique needs of specific markets. Together, we are dedicated to driving meaningful improvements in customer satisfaction.

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